QUALITY ASSURANCE ANALYST
WW is looking for candidates to help change people's lives. We are a global wellness technology company inspiring millions of people to adopt healthy habits for real life. We do this through engaging digital experiences, face-to-face workshops and sustainable programs that encompass healthy eating, physical activity and positive mindset. By drawing on over five decades of experience and expertise in behavioral science, we build communities in order to deliver wellness for all. To learn more about WW and jobs with a purpose, visit ( ww.com. Should be local links to WW career site. I.e. http://www.ww.com/us/corporate-careers for US)
The Quality Assurance Analyst is responsible for ensuring that customer service agents are delivering exceptional customer experiences by monitoring customer interactions for accuracy of information, contact handling standards, and adherence to policies and procedures. The Analyst is also responsible for reporting and providing feedback, including coaching agents on performance and providing Team Leaders and Managers with regular agent performance feedback.
Key Job Responsibilities:
Provide objective assessment regarding representatives' compliance of process and adherence to procedures for calls with customers
Utilizes defined quality assurance processes to conduct audits ensuring compliance with performance standards (e.g., quality, accuracy and timeliness)
Provide ongoing analysis of recorded and real-time customer interactions from inbound calls, chat, and email inquiries.
Reports on performance results and provide support to supervisors in the development of action plans for staff and site effectiveness QA program, process improvements, training, and coaching opportunities.
Provide regular and ad-hoc reporting and trend analysis regarding the Contact Center's QA results.
Provide on-going feedback and act as subject matter expert in addressing procedural issues.
Utilizes the outcomes of quality audits to identify individual and departmental training needs; partners with training function to ensure training needs are addressed.
Identify developing trends impacting service levels and proactively partner with process improvement team to recommend process enhancements or solutions to avoid potential service delivery problems
Partner with business leadership and business enablement functions to drive a culture of continuous improvement within the services center.
Work closely with the contact center representatives and management team to ensure that the contact center is meeting KPI quality measurements.
Review recorded calls with representatives, supervisors, and managers ensure that proper steps were taken regarding completing the call objective(s), documenting all required information and completing administrative tasks required.
Utilize effective listening skills to assess quality and customer service.
Identify gaps in performance, any systematic shortcomings in performance, and provide feedback to contact center manager regarding process improvement suggestions.
Assess performance gap causes including any factors outside of the representatives' control such as unclear processes, product confusion, or higher than normal call volumes. Provide this feedback to contact center manager, leaders, or agents.
Accurately and objectively record the required information into the appropriate documentation based on each call or online communication.
Additional projects, tasks and/or duties beyond what is outlined here may be assigned as required
Quality Assurance experience in a contact center environment preferred
Analytical, problem-solving, and decision-making skills
Ability to offer suggestions in a positive, developmental manner
Attention to detail and accuracy
Organizational and time management skills
Ability to work with a diverse group of people
Ability to work independently, prioritize tasks appropriately, and work under pressure
Ability to maintain confidential data
Strong written and verbal communication skills
Ability to collaborate and work effectively within a team
Outstanding customer service skills and dedication to providing exceptional customer care
Intermediate skills with MS Excel, Word, Office, and Outlook
High School Diploma
We hire only the best people. Here are the benefits to being top-notch:
The opportunity to work with some of the best innovators in the industry
Generous healthcare coverage.
401(K) with company match.
Paid Time Off
Paid parental leave
Plus, the resources to locate services including child care, legal services, pet care and more
WW is an equal opportunity employer. WW does not discriminate on the basis of sex, race, color, creed, national origin, marital status, age, religion, sexual orientation, gender identity, gender expression, veteran status, or disability.